Service Desk Tier 1 Lead

MANTECH seeks a motivated, career and customer-oriented Service Desk Tier 1 Lead to join our team in Chantilly, VA
. This is an onsite position.

• Provide day-to-day oversight of staff, including task administration, customer intervention, mentoring, and coordinating disciplinary actions as required
• Configure, maintain, and troubleshoot customer Windows servers, workstations, and peripheral devices both on-site and through remote diagnostic techniques
• Manage the full lifecycle of technical issues by resolving complex escalations, tracking problems, and redirecting resources to ensure resolution
• Monitor and route service tickets using defined tracking software while ensuring proper incident recording, documentation, and closure
• Guide customers through problem-solving processes and providing consistent feedback to ensure a high level of customer satisfaction
• Develop and edit Standard Operating Procedures (SOPs) and prepare required reports and metrics for management and stakeholders
• Communicate effectively with co-workers, management, and customers to ensure mission requirements and system functions are met

• Bachelor’s degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution with 4+ years’ experience or 8+ years of experience as a System Administrator or in a similar role
• DoD 8570 IAT Level II Certification required (Security+ CE)
• Experience with deploying thin and/or zero clients
• Knowledge of Microsoft Windows 10/11, Active Directory, Microsoft Office 2010/2016, Windows 2008/2012/2016 Servers
• Working knowledge of Microsoft Exchange 2010
• Working knowledge of vSphere, Horizon View, data backups, and antivirus.
• Foundational knowledge of networks
• Ability to utilize Microsoft Office applications for support, reporting and documentation

• DoD  Intermediate Certification (Cloud+ or GICSP or SSCP or GSEC)
• ITIL 4 Foundations certification
• Azure Certification

• Must have a current and active TS/SCI and be willing and able to obtain a polygraph

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.

MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.

If you need a reasonable accommodation to apply for a position with MANTECH, please email us at  and provide your name and contact information.